Role & Responsibilities: The Employee shall have the following duties and responsibilities:

Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:

Help customers register product
Help customers with warranty returns and repairs- sending repair information and directions, liaising with service stations to ensure proper repair
Answer customer queries and directing them to proper channels
Follow-up with customers to ensure product satisfaction and address any confusion with use
Attend to customer messages & calls and respond accordingly

Maintain Customer Database & SMS platform

Data entry and organization/cleaning
Conduct basic analysis using Ms. Excel on customer care statistics and create simple reports
Translate messaging and responses
Set-up and modify automated messaging of SMS platform

Support & System Improvements

Support other departments in regard to customers info and service
Identify area for improvement and bring issues to the team’s attention as well as helping to follow-through with solution implementation
Help set up new functionality in SMS platform

BURN Ambassador

Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement for our services that we offer our customers
Maintain an open and receptive attitude when receiving feedback and suggestions
Continuous improvement for our services and the experience that we offer our customers.

Requirements (E – essential, D – desirable):

E- Excellent verbal communication and interpersonal skills
E- Highly organized, punctual, and professional
E- Proactive attitude and takes initiative to problem solve
E- Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
E- Working knowledge & experience in using Ms. Excel for data analysis and reporting.
D- Experience in leadership role and/or organizing events
D- Knowledge of BURN products